Top 4 Messaging Apps for Small Businesses in 2019

Top Messaging Apps for Small Business (in 2019)

We’ve all been there.

You’re scrolling through your text messages on your mobile device, trying to figure out which client you messaged and when.

Your business is growing, but it’s starting to feel like a looming, disorganized monster.

Maybe you’re starting to lose track of clients as your business expands, not able to provide instant messages.

Or maybe you’ve finally had that one key client slip through the cracks. Friends and family are flooding your texts.

You’ve dropped the ball on following up with them, and you’ve realized it’s because you don’t have a system in place to remind you.

On the other hand, maybe you’re just starting your business, and your goal is to create a great first impression with your clients and offer free calls.

In any case, you’ve decided… enough is enough! It’s time for me to find a more professional solution.

In this article you will learn about the best solutions to your dilemma.

We’ve corralled the best Client Messaging Apps available in 2019 for Small Business owners.

Ready for a knowledge bomb? Read on!

Why You Should Care

For small businesses, a reliable client messaging service is essential to the company’s success.

Messaging tools ensure collaboration and communication, especially if you have remote employees and are on the go yourself as a business owner.

The best tools are easy to use and intuitive, and allow you to problem-solve and share information in real-time.

The issue is that, as a business owner, if you actually search for a group messaging app, you might find unhelpful search results like the following:

Search: What is the best group messaging app?

  • BBM – BBM is no longer exclusive to Blackberry phone owners. …
  • GroupMe. …
  • Google+ Hangouts …
  • Tango. …
  • Voxer …
  • WeChat.

Seriously, who uses these for business messaging?🙄

As you can see, it’s not enough to just have a generic messaging app. None of these suggested apps fulfill the needs of a business owner, as we shall discuss in arduous detail below.

Luckily for you, we’ve saved you the researching time and compiled a definitive list of the absolute best messaging apps for business owners.

The list we’re going to go over today includes:

  1. SMS Text
  2. Facebook Messenger
  3. WhatsApp
  4. PocketSuite Messenger

Below are four of the most popular messaging services & apps out there for today’s small business owner:

1. SMS Text

If you’re like me, you probably have a love / hate relationship with texting.

Short message service (“SMS”) texts allow you to use your cell phone plan to send short messages to one or more people. It’s easy and convenient; the majority of people have cell phones now, so you can contact clients and workers on their current devices.

People tend to prefer texts over calls. They’re quicker, and allow people to read and edit messages on their own schedule. They’re more immediate than email, and users do not have to download any special software or apps.

Additionally, it’s estimated that 90% of texts are read within 3 minutes or less. Talk about an astronomical response time!

How did you feel the last time you lost your phone? Yeah, not good.

However, depending on your cell phone plan, relying on SMS text can be expensive. If you go beyond your allotted threshold, you could be on the hook for pricey fees.

SMS tends to become a disorganized mess once you’re working with over 10, 20, or 30 clients, depending on the frequency of interaction.

Not to mention you aren’t able to add notes to client messages (or a client file) in order to remind yourself of key aspects of your business relationship with the client.

Example: A random phone number (presumably one of your clients)  texts you at 8PM asking to switch tomorrow’s appointment time, or they will have to cancel.

You frantically begin searching through your notes to find the client’s name so you can look up when their booking is for.

Unable to find the client’s information in your notes, you expand the search by checking  your calendar, your desk drawer, and all of the other places you might have notes stuffed (c’mon… I know you’ve got notes!)

Plus there are limits to how you can communicate via SMS text – you can’t send broadcasts or schedule follow-ups to go out, and there are other feature limitations when comparing SMS to other messaging apps.

How many times have you wanted to do this with your phone 😅

SMS covers the “basics”, but there are a lot more things you prefer to communicate to your clients besides simple texts and photos.

Moving on, we have one you’re probably familiar with if you live in the developed world, or even certain remote countries – Facebook Messenger!

2. Facebook Messenger

Facebook is free to use and allows you to chat with individuals or small groups.

This can be a useful option because many people use Facebook on a daily basis in their personal lives. You can use Facebook Messenger for discussions or questions and to send pictures and video.

However, relying on their Messenger as your primary messaging service has some drawbacks.

  • Anyone you want to communicate with must have the Facebook messaging app installed (unlike regular SMS text, Facebook does not come pre-installed on smartphones).
  • To use Facebook Messenger on a smartphone, both you and your clients will need to download a separate app, which can be an annoyance for busy business people.
  • Many business owners prefer to have their conversations with clients separate from conversations with Facebook friends. Some feel as though messaging clients via Facebook isn’t the most “professional” mode of communication.

As you can see, it may not be in the best interest of you or your business to use Facebook Messenger as your primary messaging app for your small business. If you’d like to find something more suitable for messaging your clients, keep reading!

3. Whatsapp

Whatsapp is available on both your computer and smartphone. It uses your internet connection to make voice and video calls. After being acquired by Facebook in 2014, Whatsapp no longer charges customers an annual fee to use the service. They also hit 1.5B monthly users as of Jan 2018.

Unlike some other messaging services, Whatsapp does not display any third party advertising. However, this does come at a price:

  • While Whatsapp is a free service, it does require users to download the app on their smartphone or computer. This again causes friction on the customer’s end to ask them to “do work” to download an app that they will only use for your business’s communication.
  • In addition, there have been some security concerns, which could prevent some clients from using the app – especially if personal information and payment information is being exchanged over this messaging service. See this shocking LifeHacker article from last year: “Stop Using WhatsApp If You Care About Your Privacy.”

4. PocketSuite Messenger

PocketSuite is a client messaging app, but hyper-focused on service and small business owners.

The app supports basic messaging features like normal text and photo sharing, but also has a suite of messaging tools available, such as:

  • Scheduling messages to be sent
  • Creating & naming customer groups
  • Sending out broadcast announcement messaging
  • Saving/sending common message templates (like shortcuts) to customers

The app comes with a built-in calendar and payments tool as well. So within every message thread with your customer, you can easily schedule an appointment, send a professional request for payment, and more.

It’s more of a one-stop-shop communication tool for businesses with their clients.

The best part is clients don’t need to download any app on their end – no friction!

Clients send and receive all messages on their end over regular text message. So they don’t even know a separate app is being used by the business – they can text your business just like they text their friends.

To get a dedicated business line there is a small monthly fee, but you can also use the app for free if you prefer just a basic, organized client messaging tool (without additional messaging features).

For example, you can send smart campaigns to clients to remind them to book your services (and increase your bottom line):

“Smart Campaigns have doubled our revenue in the last 3 months.” Madison Parker, PocketSuite Service Pro

Finding the Right Tool

Finding the right tools for your business is an important part of making you profitable. Communicating with clients is something you most likely do every single day – making the messaging tool you use very important.

The wrong messaging service can cause you confusion, add to customer headaches and cost you from winning over clients.

Finding a cost-effective platform with the necessary tools for your business, can simplify your administrative needs, allowing you to focus on the big picture – making more money.

Ensure you try out different messaging services before deciding on one. While SMS text may be your default, you may find that a more robust tool like that can streamline your business, location tracking, chat app, group chats, voice messages… whatever it may be!

This wraps up our comprehensive article on the top Messaging Apps for Small Business in 2019. At this point, it’s time to pick a solution and implement! Of course, as with any new system, be sure to check in on your progress and make adjustments accordingly.

Have any further suggestions for Small Business-geared Messaging Apps?

Anything I missed or that should be added? Please contact support@pocketsuite.io

If you liked this article, you may like our 2019 Guide to Generating Online Leads for your Service Business.

And of course, if you’re a service Pro and you want a way to manage your entire business from your phone, check out the PocketSuite app. We’ve been featured on TechCrunch, Forbes, Wall Street Journal, and more.

Written by Ilya Ornatov

Original Article by Sam Madden

What is Business Messaging

A new category of communication has arrived…It’s called “Business Messaging” and it’s designed for busy professionals and business owners.
If you find yourself asking “What the heck is Business Messaging?”, the answer is simple:

A mobile messaging tool to help your business make more money

Business Messaging focuses on 3 core benefits that can instantly bring your business out of the ancient technological traps of SMS and email, and delight clients (both old and new) to help your business make more money.

People in the 21st century want instant gratification more than ever.

Faster Customer Responses

That means, any inquiry or question a customer (or prospect) sends to a business, they want a response ASAP. The longer the client has to wait for a response, the higher the likelihood of the client moving on to another business.

To enable you (the business or professional) to respond as fast as possible to customers, you need to make sure you’re getting notified. In order to do that, you need to make sure your client list is organized so you can actually response as fast as possible.

The first key to delivering an instant customer response is being notified when the client reaches out.

That means ANY time a client wants to contact you (whatever the context may be), you need to get notified immediately — whether you’re sitting at a desk or out with another client.

This is where email falls short. You don’t want clients who shoot you an email or who fill out a form on your website, to have to wait for you to happen to pull out your phone and load your emails and then respond. This creates pockets of delays where clients can be waiting hours or even days to get a response.

Not only that, but with email spamming being a reality of life these days, parsing through unwanted emails to find your urgent client emails can be huge a time suck.

This bring up point #2 in delivering faster customer responses:

Client Organization

Email, yes, can have spam intermixed with customers. But even worse is SMS text message — not so much the spam aspect of it, but more so personal distractions.

80% of business owners we talk to use text message as their primary way of communicating with clients. The issue there becomes – on your texting feed, you’ll have a client, then a friend, maybe a family member. Your private life conversations and business get mixed together.

This creates (at no fault of your own, to be clear) an unorganized feed of your life’s thread of communications.

Not having a single, instantly accessible area where ONLY your customer messaging and history flows into, creates a problem. It’s a problem because:

  • You’re unaware immediately when you hear a text come through if it’s a client or friend or family member pinging you
  • You cannot prioritize messages to be followed up with in a regular SMS feed
  • Spend time scrolling and searching through a mix of people to find specific customers
  • Can only access a client’s message history — not calls, notes, payments, or anything else relevant to that client

A way some business owners get around this is to shell out  another $500+ on a new phone (for “business”). Then you’re permanently stuck carrying around 2 devices at all times: one for business, one for pleasure.

These days are now over.

Business Messaging keeps all your client communication in a central, mobile location. This will give you instant and organized access to all your customer’s needs. This makes your life less stressful while keeping your clients happily attended to.


A More Organized Day

Today’s modes of client communication are all handicapped mainly because they only do one thing: communicate.

We (over at PocketSuite) don’t really see any particular reason for why that has to be the case.

With your client communication (whatever that may be: phone, email, text, a fancy CRM system, etc.) being focused on just communication, then you depend on other tools for relevant information about each customer. That information includes customer:

  • Payment history
  • Upcoming appointments
  • Detailed notes
  • Signed contracts
  • Referrals
  • Call logs

Logistics and payments are all integral parts of any conversation you have with a client. Thus, these important items should be naturally weaved into the conversation and easily accessible by both you and your client.

Business Messaging does just that — it integrates all crucial transactional information into each customer message thread. WITHIN a conversation, you can transact with said client, while at the same reference important information about said client.

Combining all this information into one place that is instantly accessible anywhere turns today’s business owner into an efficiency machine.

Accessibility 24/7

Homeowners have graduated from having to flip through a single Yellow Pages book to search for a local business to hire.

With the growth of discovery platforms online, the ability for you to reach moreof your addressable customer market is easier than ever.

But that also means that clients are going to be reaching out to you on a LOT more platforms. That includes:

As you expand your business presence online, you’ll be receiving more and more incoming messages, inquiries, questions, quote requests, leads, and more, from a whole host of platforms. Each one of these different platforms has apps, account log-ins, special email addresses, etc.

Business Messaging reduces the mess and consolidates all incoming requests – no matter where they are coming from – into a single, organized channel.

Business Messaging comes with messaging widgets that can be placed as links practically anywhere. From a single website, social media, directory to a lead gen platform. That means, that no matter WHERE a customer finds you, all their reach-outs will be directed into your Business Messaging feed.

This allows you to respond smartly and instantly to any new customer coming your way. You are 100% accessible so a new customer never slips through the cracks, and a repeat customer never feels ignored.

Mobilize your Business

The world is going mobile, and so are your clients. That means you should too.

For some business owners and entrepreneurs, initial reaction to the terms “mobile” and “text message” may seem unprofessional.

For some professionals, after a long day of running the day-to-day and dealing with clients, having to sit in front of the computer for busy work is just a necessary evil of being a small business owner.

Well, the times they are a changing…and mobilizing. 

The benefits of text message far surpass the “what I’m used to” feeling you might have while sitting in front of a desk.

Payment speed, customer convenience, workflow efficiencies, relationship building, marketing and more — these are all fundamental reasons why your peers and competitors are rapidly adopting apps and mobile tools to help their businesses succeed in today’s mobile world.

And your clients? Not only do they accept mobile with open arms, but nowadays they expect it.

You should be happy that your clients live in apps and over text message. As evidenced below, this mobile wave will actually help you build a lightening fast business without causing you any stress.


Here’s a fun (yet slightly depressing) fact: the average time it takes a customer to pay a standard invoice is 14 days.

Newsflash: the average time it takes a customer to pay a PocketSuite invoice (sent over text) is 1 day. (See more)

Why is that (you’re probably asking)? Well we asked some of our 15,000 business owners on PocketSuite, and they responded simply: “Because it’s easy”.

Clients don’t need to get cash from the bank, or remember to mail a check, or go back home to their computer to log in somewhere online to make a payment. On mobile, your customers can pay anywhere, and they can pay over SMS text message. This isn’t some new technology or app your client needs to learn in order to make a payment. Heck, they don’t even need to create an account (i.e., PayPal). It’s a simple tap to pay. Or how about “text to pay” 🙂

In short – you’re not moving mobile for selfless reasons. You get paid quicker. Seize the day!


There are two types of businesses I run into these days when it comes to scheduling: (1) Tech Savvy, and (2) Old School. Now, there are of course others who don’t fall into these 2 groups. For the most part, these are the 2 main types you might fall into.

Tech Savvy
You’ve got some business software with a proprietary calendar. It helps you add really detailed stuff to your calendar, it’s on the web, has a log-in, sends reminders, maybe has some other cool business features, etc. The problem with the ‘TechSavvy’ approach is that the software that is being used is completely isolated from the rest of their life and it’s at your desk. Most software out there does not sync with your personal or any other calendars you use (i.e., Google, iCal, Outlook, etc.). If you want to see your business schedule, well you need to log into some portal from your desktop and view what’s on tap. You can’t see if you have a lunch scheduled that day, or if you have a doctor’s appointment, or your schedule to pick up kids, etc. You’re stuck seated, isolated. No bueno!

Old School
You do scheduling your own way. So a paper calendar or you use your Google Calendar because it’s handy and it gels with all the other personal events you’ve got going on in your life. The problem with the ‘Old School’ approach is that you’re missing out on tons of efficiencies that can help you save tons of time running your business. I get it though – “time” is tough to value. But think about a calendar that gels with your life that’s also mobile, that also sends automatic reminders to clients, that puts appointments directly on your customer’s calendars FOR them, that supports “credit card confirmation”, that auto-sends Thank You! when the appointment is complete, and more. Things you do yourself and things you also can’t even imagine doing yourself.

Start adopting a tool with the best of both worlds. Make sure it’s easy, make sure it syncs with your entire life schedule, and (most of all) make sure you can use it anywhere!


If you work in an industry where your client needs to trust you, then communication is key.

If I’m hiring anyone to come to my home, or to depend on for a special occasion, or to take care of a love one (animal or human of course), or who I’m simply paying a lot of money — I want to make sure I can contact that professional at any time. And that doesn’t mean I’m going to call you at 4 o’clock in the morning to ask you a question.

There’s a reason why people have adopted (and LOVE) text messaging as a mode of communication — it’s convenient, fast and reliable. So why not give that feeling of convenience and reliability to your CLIENTS when building a relationship with them?

Have you ever simply forgotten to respond to an email? Or lost an important email in the midst of junk mail? Or had a client be upset at your “email response time” (however reasonable that might actually be)?

Be available when your clients need you, and give them that warm & fuzzy convenient experience. Build mobile communication into the core of your workflow, and form a deeper and more direct relationship with your customers.


Give Customers Mobile Convenience

We’re talking CONVENIENCE across the board here.

Payments, scheduling, messaging, e-signing documents, and more.

In a major way, introducing all these parts of your business to clients in the palm of their hands is incredible. Your clients can be literally ANYwhere and pay an invoice you send them….Get a reminder about tomorrow’s appointment…Field a text saying “Running 15 mins late”…Receive a waiver to sign. Literally ZERO effort on them to take any action.

And that last sentence ties into why convenience is good for YOU. The “zero effort to take any action” I just mentioned? Well that “action” typically drives the success of your business — your getting paid, winning a new client, filling up your schedule, etc. 

Give clients what they want and good things will happen 🙂

How Apple Business Chat Is A Win For Today’s Pro

Apple’s new Business Chat (“Business Chat”) feature was announced on June 9th at WWDC.

Throughout most of the presentation of the features and use-cases of the new product, business examples that were being used included airline companies, online retailers and larger businesses with complex customer service departments.

So not completely in the entrepreneurial spirit. For the true small business owners and entrepreneurs who are working for themselves (or maybe hire 1-10 people), the value was not clear on the service.

However, if you dig deeper into the heart of Business Chat, there can be found some real benefits. It is shown as to how this much-anticipated product helps small business.

The value is giving today’s professional a communication tool to help them grow. Not just from getting discovered by new clients, but also by better serving their existing client base. That combination blows most of today’s ever-growing laundry list of messaging apps out of the water.

Less bots, more relationships

A big push in today’s messaging world is the increasing evolution of bots.

Bots meaning machines (essentially) that can interact with your customers on your behalf. That involves a bot reading your clients’ messages as they come in, and then sending “appropriate” responses. Businesses can also set up automated responses to be triggered based on the message that the clients sends them.

Facebook Messenger is at the forefront of the bot revolution.

There are indeed use-cases where this can be helpful. This is especially prevalent at a company where the volume of customer inquiries is incredibly high. It is this that helps the company better service their clientele.

Apple’s Business Chat, however, is taking a slightly different approach. Their tagline at the beginning of their WWDC presentation on Business Chat was “A better way to make meaningful connections with your clients”. So Apple seems to be taking an refreshing approach to customer communication.

Apple is more focused on allowing business owners to have personal connections and conversations with each of their clients. The company seems less so focused on automation (at least for the time being), but more around allowing clients to directly connect with the actual owner of the business, and get a personal response.

The fact that clients do not need to download an entirely separate app to communicate with the professional is a huge win. That means no friction whatsoever when a client wants to ask a question, or drop you a line, or send you a follow-up.

This makes professionals more instantaneously accessible to clients – both old and new. Being instantly accessible goes hand-in-hand with great service.

Discovery

Every business wants more customers to find them. And nowadays, there are countless ways to get your business discovered by more clients online.

Once a client discovers you and your business online, there then becomes the initial friction point of what the customer does next.

Do they call you? Interestingly enough, 64% of Americans would rather text a business than call.

Do they find your email address and compose an email to ask questions? Finding your email address takes work on the client’s end.

Do they go to your website, head to your contact page, and fill out your contact form? That could be 5-10 “clicks” away.

Being a part of Business Chat empowers clients with quick messaging capabilities when a customer finds your business online. A message widget will appear listed next to your business on any Google searches done on the client’s iPhone. This is a convenient and lightweight start to a conversation. It does not require the customer to book an appointment with you right away (which can sometimes be too much of a commitment). It succeeds in opening up the dialogue into committing to doing business.

In today’s increasingly mobile world, and with messaging apps growing almost exponentially, mobile (and instant) communication is beginning to be the norm – for people young and old.

Logistics

One other problem Business Chat is attempting to solve is the logistical pain inherent with every business-client relationship.

Specifically, for those business owners selling their time by providing a service, Business Chat will allow professionals to send over their availability. This is sent in the form of time slots for clients to choose from within the iMessage thread itself.

This is beneficial for not just new clients but also for existing clients as well. A “one touch” scheduling flow without having to leave the iMessage experience can help further build goodwill to foster that business-client relationship.

There is more work to do

We are in the very early innings with regards to improving communication tools and technology between customers and businesses.

Every day another messaging app (or tool) enters the space in its attempt to solve a variety of communication pain points. All too common, however, these messaging apps look to solve the consumer experience first and foremost. All while putting the entrepreneur and business in the backseat.

Although there is still a lot of improvement needed to Business Chat to be fully adopted by the entrepreneurial service economy, Apple is one of the first to take the preliminary steps in preserving the personal relationship between the business and the customer.

Get A Fresh Phone # For Your Small Business

Communication is a key building block to developing a lasting relationship with your customers.

Ever hear a client ask: “What’s the best way for me to get in touch with you?”

The answer to that question can vary. It could be email, text, phone call, social media, etc.

Most customers these days expect the convenience of the text message experience as a way to communicate with anyone – even businesses. But for business owners, there can be some initial hesitancy in giving away their personal number to customers as the core communication channel. Reason being, by giving your clients the same number on which your friends and family contact you, issues around privacy, organization and overall professionalism in the eyes of your clients can arise.

Getting a dedicated phone number for your business can not only mitigate any aforementioned issues, but can go a long way in actually developing better relationships with your clients. Here are 4 key ways why getting a unique number for your business can help you thrive.

1. Privacy & protection

Having your personal number listed across the web and social media can create a dangerous cycle.

The issue with using your personal number as the primary contact number for your business is that it will be publicly available for the world to see. Spam and scam calling is something that is increasingmore and more these days – and this increases the risk of your number being stored on spam list not only in the U.S. and but international as well. So your personal contact details will be shared and passed around list after list without any control. That that become a lifetime nuisance.

The other issue is from time to time, every business can attract certain demanding clients. There is even a podcast dedicated to these types of customers… the “crazy” ones. This can cause the growing number of people who you do not want contacting you, to be able to reach you day and night. The realities of running a business is you’re going to come in contact with customers and potential customers who either do not respect business ethics, or do not treat you like a real person, or can become harassing.

Having a dedicated business number will protect you from all the above wanted callers and interactions. Instead of making your personal number go viral, put your business line on business cards, the top of your business website, social media profiles, etc. Make it easy for clients to reach you at the right place (i.e., your business) while protecting your personal life from the many unwanted callers across the U.S. and globe.

2. Keeping you organized

The added benefit to having a dedicated business number is it adds much needed structure to your life, especially if your business is growing fast.

For the same reasons why entrepreneurs and business owners set up a personal email address and a work email address, you should do this with a phone number as well. You will be able to maintain all your client communication threads completely separate from those of friends and family. Any history of client notes, messages and even phone call logs can be accessed at any time in seconds.

Not only can a dedicated business line keep you organized as you keep tabs on client records, but it can also help you stay organized in real-time as well. If a new client decides to call you out of the blue, when the phone is ringing you should be able to tell if this incoming phone call is someone calling your personal line or your business line. Depending on which phone number is being dialed, that can determine how you answer the phone, how you prep for the caller, and the immediate tone of the phone call.

Keeping business and pleasure separate can save you tons of time and headache when needing immediate access and information to your customer base.

3. Accessibility: The key to great customer service

There are many different reports about how important customer response time is to clients when interacting with a business or professional.

Having a separate business line increases your ability to respond faster, plain and simple. If all your client messages and reach-outs are organized in a central location (separate of texts from friends and family), then that’s less information and contacts you need to sift through. You will be able to access your customer’s request more quickly, drowning out any noise, and respond at the drop of a hat.

In addition, having a dedicated business number will make you feel more comfortable to push your business line to go viral (you won’t be worried about your personal number getting in the hands of spammers). Thus, making your business number front and center across the web – wherever your business is listed – will make it dead simple for any customer (young or old) to know HOW to reach you.

Overnight you will become more accessible to new and recurring clients, which will delight each and every inquiring customer. The more you delight your clients, the more they will stick with you, and the more they will tell their friends.

4. Act like a professional

Portraying yourself as a true professional goes a long way with your clients – especially the new ones.

You do not have to invest in expensive website development or fancy design on your business presence online to seem professional. It can be very simple to act like a real pro – and a lot of this starts with your phone number.

If a client is calling your business, and they get a voicemail that is tied to your personal number for friends and family, they might have second thoughts. Clients might jump to a conclusion that your business is not large, or might not be structured to handle a lot of customers (thus you don’t have experience), or might not even be a real business! A simple automated voicemail by you with your business name and indication as to when you typically return phone calls can nip this potential in the bud.

The added benefit to a dedicated business line is consistency. That means whether a client is the one texting / calling you, or the if you are the one texting / calling your client, that same business number is always at the forefront. The client is never getting a notifications or messages from numbers (or short codes) they do not recognize. And if you make sure text message is your core line of communication, then you can remove the need for clients to regularly check their Gmail or Outlook for appointment invites or even physical mailbox for mailed invoices.

Having a simple and consistent line of communication can go a long way in making the communication lines with clients incredibly convenient.

Communication and customer relationships

There is a direct correlation between better customer communication and increase referrals and retention.

The one thing business owners focus most of their time on is delivering great service! As a result, some of the “little things” can be overlooked.

But to the client, customer service, professionalism and organization are key components in building up customer confidence and enjoyment when they think about your brand. The simple act of getting a dedicated business number can go a long way in delighting your clients – whether they be prospects, brand new clients, or customers you’ve seen for years.

And with more customer delight, comes more dollars in your pocket 🙂

Turning your Messenger into a Business Tool

Chances are you might be using text message (or email) to handle all your client interactions.

Customer interactions can range from new client onboarding, to back-and-forth logistics, to appointment follow-ups, to monthly check-ins, to even running campaigns or announcements to client lists. 

For all you business owners who use regular text message as your client messenger, one of the main issues you probably run into is organization.

You’ve got a list of all your customer conversations intermixed with chats with family and friends. To boot, organizing what needs to be prioritized and who needs to be responded to in what order becomes a problem. The speed of back-and-forth is great, however maintaining an organized customer list becomes exponentially painful as your business grows.

For those who use email as your primary customer communication method, speed might be your biggest issue.

The filtering and searching through clients and records is more manageable with email (vs. text), however what you gain in organization you lose in responsiveness and speed…the loading of email and the digging through spam. This also impacts your customer’s happiness — 56% of customers prefer texting a business than any other method because of the brevity, easy of use, and speediness of the communication method. So pushing clients to email you won’t necessarily start your relationship off on the right foot.

There needs to be a happy medium. And there is…

A messenger for businesses that has the same organization benefits while also maintaining the speed your business needs to compete, all the while keeping customers happy.

That’s why PocketSuite exists – messenger for your business.

We set out on a mission to make texting better…better than your normal messenger.

Unlike standard text message, email, or even Facebook Messenger and Whatsapp, business messaging requires a few unique building blocks to ensure it can help your business succeed.

1. Client conversations – organized

Without your clients, your business would not exist. Thus, giving you the quickest and most direct path to access your clients is crucial.

In PocketSuite you maintain your entire client conversation list on a single, main thread. This gives you a simple and straight forward way to view all your customer chats separate from your personal chats. You have the freedom to keep SMS text with friends & family, and a separate Messenger to handle all your customer conversations.

Within each customer chat thread in PocketSuite you have detailed access to the entire history of interactions with that client…and that doesn’t mean just text. That means messages, photos shared, call logs (missed calls and connected calls), notes, contact details, and even appointment & payment history (we discuss these features below).

So if it’s a responsible and timely business a client wants to hire, having PocketSuite Messenger at your disposal for quick customer access and record keeping is a win.

2. More than just texting

Simple texts and emojis are great for friends, but with clients you might need more than that.

That’s why PocketSuite comes with the ability for you to communicate with clients in more ways that just a simple back-and-forth. Messaging features for businesses include:

  • Scheduled Messages: Set a date/time in the future for any type of message to be sent out to a client. Schedule a message to be delivered in the morning, after an appointment, or to wish a client happy birthday. 
  • Text Campaigns: Send text message blasts to groups of clients. Create & save customers lists, and send messages like company announcements, service deals, happy holidays and more.
  • Group Messaging: If you want clients to interact with one another (say, for those signed up for a group class), you can create a group message, have your clients download PocketSuite, and chat altogether as a group. Clients can meet each other and engage as a group!
  • Saved Message Templates: Create & save any common messages you send clients — like out-of-office messages, answers to commonly asked questions, or general instructions you typically sent clients ahead of appointments. 1-touch “grab & send” makes taking a saved message and shooting it off to any client easy as pie.
  • Appointment Reminder Texts: We talk about scheduling further below, but an integrated calendar makes setting up reminders texts to go out to scheduled clients incredible simple and powerful.

TO BE 100%TRANSPARENT, YOUR CLIENTS DON’T NEED TO DOWNLOAD THE POCKETSUITE APP TO COMMUNICATE WITH YOU. THEY SIMPLY REPLY TO YOU JUST LIKE NORMAL TEXT MESSAGE.

3. A dedicated business #

With each PocketSuite account comes a dedicated business line that is assigned to you, in the area code of your choosing.

Why is that important?

Protect your personal number from customers – old and new. Give your business a professional new # for clients to text and call any time. Instead of customer messages syncing directly to normal text message feed which is intermixed with friends and not easily trackable, have all customer reach-outs be funneled to a single, organized feed in your PocketSuite app.

Know who is is calling – a client calling your business line or a friend calling your personal number – with smart caller ID, so you’re always prepared when a client is calling you. Outbound calling also makes it 100% certain that your personal # will be shielded whenever you are calling a customer from within PocketSuite.

4. Integrated + complementary tools

Customer communication and relationships are far and away the most important parts of your business. But they are not the ONLY part…

That’s why your PocketSuite account comes with an integrated calendar and payments feature.

Within the thread of every client conversation, add them to your calendar, send them a payment request, or charge a credit card you have on file for them.

Online integration (like bookings and forms), contract e-signing, recurring payments, packages and more are also available depending on how many additional workflows your particular business needs.

Do more with your Messenger

The days of thinking customer communication is merely a “necessity” are over.

Think of it more as a tool that you can leverage to make your business stand out from the crowd…by delighting more clients. Keeping you organized and speeding up your customer responsiveness can do a world of good for your business.

We will leave you with the below chart calling out where an awesome messaging tool can actually make you MORE money from the clients you deal with every single day. Whether it’s PocketSuite or Facebook Messenger or text message, make sure the communication building blocks are set for your business, so you can grow your business into something your customers absolutely love…

Text Message Benefits to Small Businesses

Today, 56% of consumers would rather text a business than call.

The main reason being? Convenience.

Delivering a convenient experience to your customers can go a long way when it comes to building a long-lasting relationship with clients. More customer happiness means they will keep coming back and they will tell their friends about you.

And it’s not just about your client’s convenience factor.

It’s about you.

Text message statistics don’t lie, and they all point to one thing — if you communicate with your clients over text, then you get heard loud and clear. No missed calls, no lost emails, no snail mail. Whether you need an invoice to get paid, an appointment to be confirmed, or a follow-up note to be read – text message is the platform for communication success.

Plain and simple: your customers read their text messages!

Not only that, but they read them immediately after they receive it (‘SMS procrastination’ does not exist).

Any important information about you, the service, or anything at all – if you communicate over text, your client will digest said communication.

You won’t ever hear the:

Oh I didn’t get the email” or “I’ll get back to you when I get in front of a computer“.

You’ve got something important to say. So make sure your customers list. Use text.

Because of the effectiveness of text, more businesses are shifting gears.

Not just text – but also apps.

The idea is things get done quicker when on mobile.

Whether that’s communicating or transacting – small business owners are moving mobile to help their businesses compete and to improve their cash flow.

The average time it takes a client to pay an invoice over text? – 24 hours. That compare to 7-12 days in pre text message days. 

Going mobile is simple.

Start here – and get your business ahead of the pack!